TRUST AS THE BRIDGE TO FINANCIAL INCLUSION: THE INFLUENCE OF FINTECH SERVICE QUALITY, SECURITY, AND REGULATORY SUPPORT

Abstract

Digital financial technologies are increasingly promoted as instruments for expanding access to formal financial services, particularly in developing economies where traditional banking systems have limited reach. However, evidence suggests that technological availability alone does not guarantee inclusive outcomes, as user perceptions and institutional conditions play a decisive role. The purpose of this study is to examine how service-related and security-related evaluations of digital financial platforms translate into financial inclusion, with trust serving as a central explanatory mechanism and regulatory support shaping these relationships. Using a quantitative, cross-sectional research design, data were collected through a structured survey and analyzed using SPSS and SmartPLS to test direct, mediating, and moderating relationships within a structural equation modeling framework. The findings indicate that service quality, perceived security, and trust significantly enhance financial inclusion, with trust mediating the effects of system-level perceptions. Moreover, regulatory support strengthens the influence of service quality and security on trust formation. These results highlight the importance of integrating technological, psychological, and institutional perspectives to advance inclusive digital finance.